Location
London

Hours
Early mornings, with picking and deliveries usually taking place from 04:00 – 08:00

Salary
Negotiable, dependent on experience, store size, complexity and location

About the Role
As a Customer and Trading Manager - Online, you will plan and orchestrate the delivery of an online picking and delivery team to ensure the success of the in-store online service. You will be a visible leader, engaging and coaching a large team of shoppers and drivers to deliver a seamless and safe shopping experience for all online and in-store customers. Collaboration with other managers is key to ensuring the overall success of the shopping experience across the store.

People management is a significant part of this role, including managing performance and capability, conducting disciplinaries, and ensuring scheduling and pay accuracy. You will lead operations confidently, often working independently in the absence of more senior management.

Our management teams are the driving force behind our business. With bold leadership, a passion for service, and an eye for opportunity, you will empower teams to raise the bar every day for our customers. Whether it's product availability, safety standards, or delivering seamless daily operations, you will be a hands-on, sleeves-rolled-up changemaker, making work more rewarding for colleagues and shopping a next-level experience for every customer.

Experience
Previous line management responsibilities in a fast-paced, operational environment. Proven track record of delivering brilliant customer service and coaching a team to do the same. Experience managing employee relations issues including disciplinaries, performance, and absence management. Demonstrated success in meeting or exceeding KPIs such as sales, availability, customer satisfaction, or colleague engagement. Operational leadership experience, including taking responsibility for store operations in the absence of more senior managers.

About you
You are a motivated leader who thrives in a fast-paced, customer-facing environment. You have strong people management skills and the ability to inspire and develop your team. You are confident leading operations independently and have a passion for delivering excellent customer service. You are proactive, hands-on, and able to collaborate effectively with other managers to achieve shared goals.

Qualifications
While specific qualifications are not detailed, a strong background in operational leadership and people management within retail or similar environments is essential. A commitment to continuous development and delivering high standards of customer service is expected.